Users who have issues communicating with Luma can directly request to communicate with a live Agent. The Agent Chat Console is an interface for agents to handle multiple inbound requests from users. The Agent Chat Dashboard provides managers with real-time insight into the transfer to agent process. This helps them monitor usage and plan for staffing levels based on volumes. The following data is available through this dashboard:
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To access the Agent Chat Dashboard, an analyst, developer or administrator can click the Agent Chat Dashboard icon 
. The Agent Chat Dashboard appears as shown below.
The date and time, for which the metrics are available, is displayed. All metrics are based on the UTC time zone.
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The Agent Chat Dashboard is available for Administrators and Analysts by default. You may contact the Serviceaide support team to disable the dashboard for your Support Analysts |
The Agent Chat Dashboard consists of two sections - Live Metrics and Historical Metrics.
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